Analyst, Desktop Support

CA-QC-Montreal
Category
Information Technology
Division
IT

Specific Responsibilities

Primary Responsibilities:

  • Provide IT support to Global Brands Group business channels on standard Global Brands Group desktop hardware and software, telephony and mobility solutions.
  • Interpret, analyze, research and resolve complex to moderately complex incidents and determine the appropriate solution.
  • Configure and deploy standard Global Brands Group desktop hardware and software, telephony and mobility solutions.
  • Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution. 
  • Accurately and thoroughly document all incidents in the service management system.
  • Follow-up and follow through with the customer and IT support groups as required to move incidents to a quick resolution.
  • Engage in project-related work appropriate for technical knowledge and competency.
  • Serve as subject matter expert for assigned topics and technology, and lead knowledge transfer and knowledge sharing meetings.

 

Incident Management:

  • Provide Level II phone/deskside support for all Global Brands Group employees/freelancers/interns on standard Global Brands Group desktop hardware and software, telephony and mobility solutions.
  • Process assigned support requests within established service level.
  • Update and maintain incidents in the service management system, ensuring a complete and detailed history for each incident and small-scale change request.
  • Compliance with all Client Technology Support and IT Infrastructure Systems policies and processes.
  • Participate in the maintenance of the support knowledge base and knowledge documents.
  • Compliance with established asset management recording procedures.
  • Engage Team Lead, Client Technology Support as necessary to solve complex incidents and resolve customer issues, difficulties or questions.

 

 

Recordkeeping:

  • Update incidents in the service management system, ensuring a complete and detailed history for each incident and small-scale change request.
  • Participate in the maintenance of the support knowledge base and knowledge documents.

 

Knowledge:

  • Actively participate in support readiness by serving as subject matter expert for assigned topics and technology.
  • Lead knowledge transfer and knowledge sharing meetings.
  • Create and maintain knowledge documents.
  • Participate in new analyst training as required.

 

Service Delivery:

 

  • Promote, adhere to, and enhance the Client Technology Support processes, procedures and IT standards ensuring highest quality and with the highest level of efficiency and customer satisfaction.
  • Establish and maintain effective partnerships with customers, business unit areas, IT development and support groups, and external vendors.
  • Demonstrate customer care with follow-up and follow-through on reported incidents and establishing rapport in all interactions.
  • Take personal ownership and pride in taking action on issues and in following through on commitments to completion.
  • Seeks to be proactive in identifying and eradicating technical problems before productivity loss.
  • Conduct formal and informal customer training and develop technical orientation and new analyst training materials, as needed.
  • Participate in rotating on-call schedule.
  • Identify and recommend process improvement initiatives to Team Lead, Client Technology Support.
  • Consistently apply customer service best practices.
  • Consistently promote, adhere to, and support the standards of Global Brands Group IT.

Skills and Requirements

  • Providing Level I/Level II technical support in an IT Service Desk/help desk environment.
  • Apple Certified Support Professional certification required.
  • Desktop operating systems (Windows and Mac), Cisco telephony, BlackBerry mobility, Active Directory, Microsoft Office, Active Directory, Adobe Creative Suite, Citrix.
  • Excellent verbal and written communication skills
  • Excellent customer service skills/ telephone etiquette.
  • Strong problem solving and decision making skills.
  • Strong attention to detail.
  • Ability to build and develop positive client relationships.
  • Ability to effectively convey complex information to all audiences.
  • Ability to multitask and meet time constraints.
  • Ability to maintain composure and diffuse difficult situations.
  • Ability to work independently and as part of a team environment.
  • High level of enthusiasm, motivation, sense of urgency and personal initiative.
  • Ability and willingness to work a flexible schedule, including weekends and holidays.
  • Ability to lift and carry 40 lbs. without difficulty or injury.
  • Bachelor’s degree required or relevant work experience.

GBG is an Equal Opportunity Employer.

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